Industry Experience

Success Story – DIRECTV
El Segundo, CA

DIRECTV is one of the world’s leading providers of digital television entertainment services delivering a premium video experience through state-of-the-art technology, unmatched programming, and industry leading customer service to more than 37 million customers in the U.S., Latin America and the Caribbean.

The Opportunity:

  • Call center agents used multiple systems to handle different issues for the same client, which caused an inconsistent communication with the client due to inaccurate information as a result of non-synchronized data
  • Training call center staff was difficult and took longer than necessary due to the high amount of information needed to train the agents on each system
  • Reporting a comprehensive view of the customer because not all systems captured accurate information
  • Multiple systems lead to multiple teams, multiple technologies and synchronization headaches that were cumbersome and challenging

The Solution:

  • Roll the call center systems into one that had one customer record that provided the agents with all the information needed
  • Design a state of the art system that provided the best information to the call center agent to solve the customer’s issue quickly based on the most accurate information collected
  • Streamline the business process to insure the best customer service is provided to the customer and a resolution is given to the issue
  • Synchronize calls with screen pop’s to an agent with all the necessary information on the screen to solve the customers issue

The Results:

  • Built a world class call center CRM system that combines all of the best features from the old systems and new features to accelerates the resolution of the customers issue
  • Developed a system that delivers the call and displays the customer account with all recent history to the agent at the same time to insure the best information is delivered to the agent to resolve the call in timely manner
  • Integrated a new CRM system that provisioned downstream systems so that each customer’s interaction could be used to improve future calls
  • Developed real-time dashboards that enabled management to react quickly to issues that were occurring before they become bigger problems

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Lesly Kahn